My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. People have asked me how I did it, to which I quickly reply, “loads of bribery.” However, the truth is I built an excellent team. So, today, we will look at the 5 Rules for building a successful Customer Experience team. 

Before I get into the rules, let me explain that I know these rules work. I have used them many, many times. Interestingly enough, I was asked by a client the other day to help them with some recruitment and sit in on the interviews of the candidates. So, if you’re trying to build a successful team, I hope these help.

The Five Rules for Building a Successful Customer Experience Team

  1. Employ people who are good at strategic thinking but who are practical doers. 
  2. Build a team with a high EQ or emotional intelligence.
  3. Have respect for cross-silo understanding. 
  4. Find people who can deal with conflict but with integrity.
  5. Employ people with natural communication skills. 

Let’s take a closer look at each of them, shall we?

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